GFIE 402 - Service Delivery Officer - DWP - Leicester

Going Forward into Employment; East Midlands; On-site; GBP 26,000; Full time

Job summary

A public service organization is seeking a Service Delivery Officer in Leicester to support claimants in Jobcentres. You will provide exceptional customer service and help claimants navigate benefits effectively. The role requires excellent organizational skills, strong communication, and a commitment to teamwork. This position is full-time and offers opportunities for personal development through training.

Qualifications

• Excellent organisational skills required.
• Strong communication skills needed.
• Ability to work well in a team is essential.
• Self-starter with ownership of work needed.
• Capability to deliver excellent customer service.

Responsibilities

• Support front of house team at Jobcentres.
• Provide excellent customer service face to face.
• Encourage claimants to use online services.
• Build positive relationships with claimants.
• Handle sensitive and challenging situations.

Skills

Excellent organisational skills

Strong communication skills

Work well in a team

Self-starter

Customer service delivery

Job description

This role at The Department for Work and Pension (DWP) is available to people who served in the Armed Forces, OR be in your resettlement period and due to leave the Armed Forces within a reasonable time frame OR Military Spouse/Partner: Your current partner must still be serving OR was discharged within the last 12 months. We want you to join us, learn new skills and bring your experience to our organisation. We believe that everyone has the potential to make a difference, and we want to ensure that all our staff are equipped with the knowledge and skills to do so. As part of your employment, you will have access to a range of learning and development, and a buddy who can help you to understand the Civil Service and enable you to make the most of the opportunities it offers. The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. We are the UK's biggest public service department and administer the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.
Organisation	The Department for Work and Pensions (DWP)
Job Title	Service Delivery Officer
Job Grade	Admin Officer (AO)
Positions available	1
Salary	£25,082
Location	Leicester
Contract Length	18 months
Hours	The full-time working week in DWP is 37 hours. Office only based role You may be required to work at any time between the hours of: 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate. Working pattern Part time and job sharing working patterns within working hours are available but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training.
About the job
As an Service Delivery Officer you will: Support the front of house team and act as an effective first point of contact for claimants in Jobcentres, coaching claimants without an appointment appropriately and directing claimants to appropriate channels. provide excellent customer service and demonstrate strong face to face communication skills with a diverse range of claimants, some with very complex needs. encourage those claimants accessing Universal Credit (UC) to apply online and maintain their claims independently online where possible. offer appropriate support to claimants claiming Heritage benefits, encouraging ownership and claimant responsibility for their claim to prepare for how their benefit might change in the future. provide coaching support to claimants, signposting to an appropriate provider if necessary. build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy. have the ability to handle sensitive and challenging situations with claimants. identify the right actions and interventions to best support UC claimants and refer to the work coach where appropriate. confidently use digital services, navigate and coach claimants to use digital job search methods i.e. job search websites, email, CV uploads and social media. take ownership of my personal development by accessing digital learning and communications tools and in-context prompts. work effectively with Jobcentre, Service Centre and Benefit Delivery colleagues. escalate issues for resolution as necessary, while retaining ownership of the situation for the claimant. Essential Criteria: Excellent organisational skills Strong communication skills Work well in a team Able to manage my own work. Be a self-starter and take ownership of work Ability to deliver an excellent customer service
Application Details	To apply we will need: A completed Expression of Interest form A copy of your CV This should be sent via e-mail to [e-mail]
Requirements and Timeline	Candidates who meet the GFIE criteria are guaranteed an informal conversation with DWP about their suitability for the role. Informal conversations with candidates are expected to take place in September and it is hoped that successful candidates start in October/November 2025 following successful security checks.